Operations Scorecard · Example edition

A short view of the work that keeps things running.

This fictional monthly scorecard uses manually recorded service operations. Each measure has a definition and an owner so the team can investigate a change without guessing what the number means.

Measure	Observed	Working target	Owner
Requests answered within two days	18 of 20	At least 18 of 20	Sam
Maintenance checks recorded	11 of 12	12 of 12	Leo
Handover records complete	4 of 5	5 of 5	Maya
Unassigned open requests	1	0	Robin

Where to act

Assign the open request today and recover the missing maintenance record. Review the incomplete handover with its owner before adding a new process to the whole team.

Definitions matter

The response measure counts a substantive first response, not an automatic acknowledgement. A maintenance check counts only when its result and date are recorded.

Review the target

Targets in this example are planning choices, not industry benchmarks. Compare several periods before interpreting a small change as a trend, especially when the sample is small.